Market Scenario & BSNL statustraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/upgradation... · 2019. 3. 15. · Title: Market Scenario & BSNL status Author: RTTC Created Date: 4/23/2011

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E5-E6 CSSS/PA/PS

EFFECTIVE COMMUNICATION

WELCOME

• This is a presentation for the E5-E6 CSSS/PA/PS for the

Topic: Effective Communication.

• Eligibility: Those who have got the Upgradation from E5

to E6.

• This presentation is last updated on 15-3-2011.

• You can also visit the Digital library of BSNL to see this

topic.



AGENDA

• Principles of Communication

• Workplace Communications

• Challenges and Barriers

• Planning communications

• Types & Modes

• Communication and Performance

• Ethics and etiquettes

COMMUNICATION

• The process of sharing of information, ideas and

feelings in a mood of mutuality to make it

a common possession


Communication is

• An act of exchange of information which

emphasizes the need to build common

understanding or consensus

• It involves interactions -to give and take

• It strongly assumes a democratic philosophy of

life and a mutual respect for dignity of all

participants of communication process


Characteristics of Communication

It is a two way traffic

A continuous and never-ending process

Main purpose – proper understanding by others

Involves exchange of facts and thoughts


Essentials For Communication

• SOURCE

• MESSAGE

• MEDIUM

• RECEIVER



WORKPLACE COMMUNICATIONS

With subordinates, peers or managersPeople with different skills.Individual or with groupInternal communication –o Between Management And Employeeso An employee and a supervisor understand each

other and are more effective at the workplace


Barriers of Communication

₡ Wrong Choice Of Media

₡ Semantic Barriers

₡ Different Comprehension Of Reality

₡ Socio - Psychological Barriers

₡ Filtering, Emotions, Language

₡ Selective Perception, Closed Mind

₡ Inattentiveness

₡ Faulty Transmission, Poor Retention

₡ Status-consciousness


Failure of Communication

It is used as a one-way process

It is dominated by a few

Majority does not interpret the symbols

Gestures and tones contradict the words

Message is irrelevant- not related to the audience


Plan your communications

1. Objectives2. Audience3. Messages4. Tools and resources5. Resources and time-scales


Workplace Communication

Types, Modes, Methods


Types of Workplace Communication

Downward :

Instructions, Orders

Upward :

Feedback, Suggestion

Horizontal/Lateral :

Among Different Departments

Grapevine Communication:

Informal And Unstructured

Consensus:

Discussions , Negotiations


The Importance of Effective

Communication for Organizational

Performance

Lack of effective communication leads to:

Misunderstandings

Lack of information

Decrease in employees’ performance

Decrease in company’s turnover:


Communication and teamwork:

The performance of organization suffers due to:

Lack of communication within a group and

among groups

Effective communication isn’t existing

The teams don’t function like cohesive groups

Results as desired are not arrived at

More time in required to get things done


How to ensure proper Communication?

Communication style of the Top-management should be

positive and transparent.

Upward communication should be encouraged.

Problems should be communicated and openly

discussed.

The communication should be “two way”

Feedback mechanisms and sharing best practices

internally should be an integral part of organizational

performance.


Forms of Communication


Oral Communication:

Face-to face interactions, meetings, telephone calls

Written Communication :

E-mails

Reports.

PowerPoint presentations

Some tips for letter writing:

The golden principle of 6C’s • Clarity

• Completeness

• Conciseness

• Consideration

• Courtesy

• Correctness


Letter Writing skills

Essentials of a letter

• Promptness

• Knowledge Of The Subject

• Appropriateness

• Tact

• Persuasion

• Positive And Pleasant


7 tips for letter writing

Keep it short and to the point

Clear, concise and logical

Focus on the recipients’ needs

Use simple appropriate language

Use short sentences and paragraphs

Review and revise it

Check spelling and grammar


Organizing a Letter Properly

Proper Salutation ( Dear Sir, Madam etc.)

o First Part

Say What you are going to Say, brieflyo Second Part

Say what you have to Say, in detailo Third Part

Say what you have already said, consolidation

Proper Subscription (Yours faithfully, sincerely )


Electronic messages

E-mail: Low cost, speedy, increased access,

convenience, instantaneous feedback,

timesaving

Best for brief, non-complex messages

Suitable for specific purpose


BODY LANGUAGE

GESTURES and POSTURES

Non verbal communication is very important in

communication.

Postures and gestures give silent message about the

essence and meaning of the actual content

The correct posture and gestures according to the

situation should be known and followed for effectiveness

in communication.


Good Oral Communication Style

Smile

Open Posture

Forward Lean

Touch

Eye Contact

Node


Ethics and etiquettes in Communication

• Email ethics

Follow all the rules of good writing

Be brief and to the point.

Important points at the top

Use Bullets and numbering

Be specific, concise and catchy.

Always include a salutation/greeting.


E-mail ethics

Always include a subject heading that describes the

topic of the email.

Avoid All Caps: all caps indicate is considered

impolite and aggressive.

Attach the last message for reference, if required,

and delete the prior message(s).

Before forwarding someone’s private email onto

others, always ask permission.

Avoid usage of Smileys


• Cell phone : a boon or a nuisance?

DO-Be subtle, yet accessible

DO NOT lay your phone on the table

DO take emergencies

DO turn it off

DO NOT insult the absent

DO NOT let your phone ring twelve times

DO NOT wear phone accessories during a meeting

• You’re sitting down with THEM; Talk to THEM


• “It is a good idea to keep

your words soft and sweet because

you never know when

you may have to

swallow them”



Documents

Market Scenario & BSNL statustraining.bsnl.co.in/DIGITAL_LIBRARY_SOURCE/upgradation... · 2019. 3. 15. · Title: Market Scenario & BSNL status Author: RTTC Created Date: 4/23/2011